Customer Service Representative

ImageWorks Display•Winston-Salem, NC

2d•Onsite

About The Position

At ImageWorks Display, we create innovative retail fixtures and custom point-of-purchase display solutions that help brands connect with consumers where it matters most—in the store. Our team partners with leading consumer brands and retailers to deliver creative solutions, exceptional quality, and outstanding customer experiences. We're looking for a friendly, organized, and customer-focused Customer Service Representative who enjoys building relationships, solving problems, and providing exceptional support. In this role, you'll be a trusted resource for our customers, helping ensure orders are processed accurately, questions are answered promptly, and every interaction reflects our commitment to service excellence. If you're energized by helping others, thrive in a fast-paced environment, and enjoy working collaboratively with multiple teams, we'd love to hear from you. Position Summary The Customer Service Representative serves as a primary point of contact for customers, supporting them throughout the order lifecycle, from quotation and order entry through shipment and follow-up. This role is responsible for providing timely, accurate, and professional service while collaborating closely with internal teams, including but not limited to Account Management and Operations to ensure customer needs are met. This is more than a traditional customer service position. Our Customer Service Representatives are trusted business partners who help coordinate customer orders, solve challenges proactively, and ensure a seamless experience from quote to delivery. Success in this position requires excellent communication skills, strong attention to detail, a positive attitude, and the ability to manage multiple priorities while delivering an exceptional customer experience.

Requirements

High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
2+ years of experience in Customer Service, Order Management, Sales Support, or a related customer-facing role.
Excellent verbal, written, and interpersonal communication skills.
Strong organizational and time management skills.
Exceptional attention to detail and accuracy.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and critical-thinking abilities.
Proficiency with Microsoft Office, including Outlook, Excel, and Word.
Strong computer skills with the ability to learn new systems quickly.

Nice To Haves

Experience using ERP systems (NetSuite preferred)
Experience in manufacturing, retail displays, point-of-purchase merchandising, industrial products, or other B2B environments.
Experience processing quotations and customer orders.
Experience supporting business customers in a fast-paced environment.
Familiarity with CRM systems and customer account management.

Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
Build positive, long-term relationships by delivering exceptional customer service.
Serve as a knowledgeable resource regarding products, services, policies, and order status.
Resolve customer concerns efficiently while maintaining a positive customer experience.
Escalate complex issues appropriately while ensuring timely follow-up.
Prepare customer quotations and process sales orders accurately and efficiently.
Enter, update, and maintain customer information and order details within the company's ERP system.
Verify order accuracy, pricing, product specifications, and delivery requirements.
Coordinate order revisions, cancellations, and customer requests as needed.
Monitor order progress and proactively communicate updates to customers.
Coordinate with internal teams support customer needs and resolve order discrepancies and ensure timely project execution.
Communicate customer priorities and requirements effectively across departments.
Assist with resolving shipping, invoicing, and product-related questions.
Maintain consistent communication with customers regarding order status, timelines, product availability, and shipment updates.
Follow up on open issues to ensure prompt resolution.
Document customer interactions accurately within company systems.
Provide professional, courteous service that reinforces customer confidence and loyalty.
Maintain accurate customer records within NetSuite or the company's ERP system.
Support reporting activities by maintaining accurate documentation and order records.
Assist with customer account maintenance and data integrity initiatives.